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Customer Service Support

Acworth, Georgia, 30101, United States
January 11, 2018

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Johnny Clint Williams



Seeking a career in Information Technology, Information Security, and/or computer networking with a growing company where my skills and experience will be utilized in achieving the goals and objectives of the organization. Education

Bachelor of Applied Science Kennesaw State University - December 2018 Associate of Applied Science Chattahoochee Technical College - December 2016 Training, Skills & Abilities

• Cisco CCENT, Cisco Network Specialist Certification, Cisco Interconnecting Networking Devices Certification

• Comp TIA A+ & Sec+ Certification

• Microsoft Office, Cisco, Security Agent, Wireshark, Net Witness Investigator, EnCase, pfSense experience

• Competency in network security, compliance and operation security, threats and vulnerabilities as well as application, host security, access control, identity management, and cryptography

• Ability to configure, manage, and troubleshoot common wired and wireless network devices

• Install, troubleshooting, protect, and maintain operating systems, PC hardware, mobile device hardware, networking and server systems

• Outstanding communication and management skills; demonstrated background working well with others in one-on-one and group settings while ensuring corporate policies and data privacy principles

• Superior analytical and problem-solving abilities, with track record of improving operations Experience

First Data Corporation

Tier 2 Desktop Services Analyst August 2016 – Present

• Provides Level II Support Globally for the #1 merchant acquirer providing credit card processing services for small/large businesses and national financial institutions

• Provides Advanced Troubleshooting Skills across multiple platforms with users to identify hardware, software, and system troubleshooting with one-time call resolution

• Supports updates, and maintains IT hardware, software and application, products including enterprise level PC, Laptop, VDI and MAC Devices

• Responds to work requests regarding installation, configuration or maintenance of client software and the deployment of new technology releases, patches and virus remediation, performing new PC installations, troubleshooting, and software repair

• Supports Application Maintenance, Software Installation & Support, Hardware Infrastructure, Technical Troubleshooting and General Computer Competencies, Customer Support Policies, Standard & Processes, Service Request agreements and Management Processes

• Communicates with exceptional written and verbal communication skills with customers, stakeholders, and technical specialists

• Coaches and mentors less experienced Analysts

• Experienced in a rapid paced, time sensitive, high-quality environment providing superior attention to detail with minimal supervision while integrating individual and team building skills for the benefit of corporate goals

• Evaluates and integrates new hardware configurations and provides support of client technologies on workstations, servers and peripherals

Clover Technical Specialist December 2016 – August 2016

• Supported application, IT hardware and software products. Diagnosed and resolved problems using documented procedures and checklists. Handled problem recognition, research, isolation and resolution steps. May require follow-up but can handle most issues without escalation to a higher level of expertise. Support is related to external clients. Requires extensive knowledge of the organization, products, and/or services

• Responded to inquiries of a technical or complex nature, which are non-routine and require deviation from standard screens, scripts and procedures requiring independent thinking

• Functioned somewhat independently, under general direction

• Technical Troubleshooting

• Help Desk

• General Computer Competencies

• Customer Support Policies standards & Procedures

• Customer Support Service Agreements

• Service Request Management Process

• Knowledge of Customer Support Function

Sit N’ Play Pals Pet Care LLC

Owner July 2004 – Dec 2016

• Management responsibilities included, but were not limited to: hiring, terminations, coaching, training, recognition and rewards, performance evaluation and management, discipline, addressing contractors concerns and productivity

• Managed schedule of contracted jobs to ensure safe and efficient animal care

• Analyzed operational performance through direct observation, interpretation of reports

• Investigated, resolved and/or escalated customer service issues, as appropriate

• Consulted with prospective clients

• Maintained existing accounts while aggressively pursuing new leads

• Launched and executed successful small business

FedEx Corporation

Courier, Swing Driver October 1993 – July 2004

• Accomplished accurate and timely selection and inspection of assigned packages and the subsequent on-time delivery of critical shipments

• Sought additional business from customers and attempted to gain new business; passed leads to sales department; informed sales department of significant changes in customer use/competitor's actions

• Offered customers new and existing services, to maximize their logistic efficiency

• Acted as first string backup to Station Operations Manager

• Handled all paperwork of restricted articles as the Dangerous Goods Coordinator

• Was Responsible for training new employees regarding job duties, performance expectations, ensuring compliance with corporate policies, procedures and other training requirements, including but not limited to training related to quality assurance, hazardous materials, and driver safety

• Participated in the development of administering company employee relations strategies, including maintaining the confidentiality of such material and matters

• Participated in the development of and responsible for administering company safety strategies and programs

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